What are your office hours?
Our office hours are:
Monday thru Friday
7:00 AM – 5:00 PM EST
What information do I need to have before ordering parts for my case?
You will need to have the following information handy when ordering parts:
- Name and Address of Purchaser
- Shipping Address (if different from above)
- Phone and Fax Number
- E-Mail address (if available)Z
- Customer ID Number (if issued)
- Model and Serial Number of Case(s)
- Service Parts Order Number
- SMPW Stock Number or OEM Part Number
- Quantity
- Length
- Color
What is a customer number?
Each customer is issued a customer number that allows us to easily process your order and gives us the ability to reference parts you have ordered in the past. Please provide this number when placing orders.
Do you have a minimum order price?
Minimum order is $40.00
Do you accept credit cards?
Yes. We accept Visa, MasterCard, and American Express
When placing an order what kind of shipping options do I have?
We primarily ship parts using UPS Ground Service. All orders will be shipped from our facility in Mountaindale, NY using UPS Ground Service unless otherwise specified. We also offer the following alternative shipping methods for your convenience.
If you would prefer an alternative shipping method please specify when ordering.
- UPS Next Day Air – Orders must be received by 12:00pm EST to assure morning delivery
- UPS 2nd Day Air – Orders must be received by 12:00pm EST to assure second day delivery
- UPS 3rd Day Select – Orders must be received by 12:00pm EST to assure third day delivery
- Ground Freight
- Air Freight – Regular Air and Air Deferred (3-5 days)
* Note Certain areas define AM delivery as all day
Can I have my shipment sent freight collect?
If you would like your merchandise shipped freight collect just forward us your Carrier Shipper Number. Your shipper number will be kept confidential and filed with your account information.
What if I get my shipment of service parts and I think something is missing?
Just give us a call or send us an e-mail as soon as possible. Any claim for lost items must be made within 48 hours of receipt of equipment.
I just got my service parts order and it appears to be damaged. What do I do?
A claim for obvious damage must be noted on the freight bill or express receipt and signed by the carrier’s agent; otherwise the carrier may refuse the claim. SMPW should be contacted within 48 hours of receipt of damaged parts. If damage is not apparent until after the parts are unpacked, retain all packaging materials and submit a written request to the carrier for inspection within 15 days of the receipt of all parts.
I need to order parts for a case that is still under warranty. What do I need to do?
When ordering replacement parts under warranty, you must have the case model and serial numbers, or the original service order number, as applicable. You may be required to provide photos, field reports, a portion of, or the entire defective part(s), to be returned. You will be required to supply a purchase order number for the replacement order. Our warranty states that defective part(s) will be replaced provided the defective part(s) is returned. Failure to comply with these terms will result in the invoicing of the replacement order. Shipping labels and instructions will be supplied with the replacement order. If required, you will be issued a RMA (Return Material Authorization) number for tracking purposes. This number must be clearly indicated on the exterior of the returned package(s). Freight charges are not included as a part of our warranty. You are responsible for return freight charges.
How can I tell which side of the case is the left and which side is the right?
Some of our parts are specific to the left or right hand side of the case (eg. Ends end kick plates). If you are facing the case, the left hand side of the case is to your left and the right hand side is to your right. When ordering be sure to specify which side of the case you are ordering for (if applicable). If there is any confusion about what parts you need please give us a call. Our Service Representatives are trained to ask the right questions to ensure the parts you order are the parts you need.
